Masters of Customer Service
By Kevin Romito of QSC
Posted by: RET Staff
Cutting-edge ideas and applications that once took five years or more to cycle into use from research centers and universities are now impacting business and society in less than a year - keeping up is ever more difficult.
Just as staying "in shape" and physical conditioning are essentials for competitive athletes, mental conditioning and learning are essentials for top competitors in business. The newest field of study is the science of service--the new business science.
Service as a science is an emerging field of learning and study for organizations and professionals who are serious about their business. Since service now claims two-thirds of the world economy and greater than 80% of the U.S. economy, that is serious business. New concepts, principles, applications, and metrics have been developed that will raise both the standards of service and the level of competition.
The study of service at its most basic focuses on The Three R's of Service: Reliability, Responsiveness and Relationship.